IT Service Desk Manager
4 weeks ago
About the Role
We are seeking an experienced IT Service Desk Manager to join our team at Schroders. As a key member of our IT department, you will be responsible for managing the Technical Service Desk team, ensuring excellent customer service and support to our internal staff.
Key Responsibilities
- Manage the Technical Service Desk team, including recruitment, time management, and HR reviews.
- Ensure the internal client support environment is highly available and operates within agreed targets and SLAs.
- Manage rotas, absence, and recruitment to ensure consistent service is available on weekdays between 8am – 6pm.
- Receive and respond to escalated requests and incidents from the service desk, prioritizing and triaging as necessary.
- Perform regular reporting and liaise with the Infrastructure Services Manager and Group Head of Enterprise Technology on the status of the Service Desk.
- Manage the inventory and procurement of all IT assets, consumables, and software licenses.
- Ensure daily routine maintenance checks are completed on key systems by the Service Desk team.
- Create accurate documentation for instances of hardware failure, repair, installation, and removal.
- Evaluate, develop, and implement policies and procedures related to computer systems operation and development.
- Oversee installation, configuration, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices.
- Account Management – ownership of the joiners/leavers process from an access control and hardware perspective.
- Liaise with and provide training to staff on computer operation, new user onboarding, infrastructure policies, and application use within the business.
- Help and support the wider Group IT in deploying and rolling out internal software applications and updates.
- Liaise cross-functionally with Acquisitions and third-party vendors as the sole contact for any Group IT projects, queries, or concerns.
- Monitor and test hardware performance and provide statistics and reports to the Infrastructure Services Manager.
- Ensure the company complies with regulatory standards and best practices and support with IT-related verifications, audits, and due diligence.
Requirements
- Demonstrable technical knowledge of current network protocols, modern client operating systems, and best practice IT standards.
- Experience in understanding technical issues and conveying them in a straightforward way to specialist and non-specialist audiences.
- Good knowledge of ITIL concepts along with ITSM best practices.
- An understanding of networking principles, including TCP/IP, coupled knowledge of Active Directory, machine builds via Imaging.
- Strong customer service and relationship management focus and can present ideas and concepts in user-friendly language.
- Ability to troubleshoot problems in a timely and accurate fashion, and provide training and assistance where required.
- Excellent interpersonal, time management, and communication skills – both written and oral.
About Us
Schroders is an award-winning, proprietary solutions provider that supports high-quality financial advisers with our award-winning technology and support services. We have a strong commitment to diversity and inclusion, and we welcome applications from candidates of all backgrounds.
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